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Fuze Software

Fuze is an online meeting solution that works across a range of devices and integrates with traditional video conferencing systems. Users receive audio conferencing, video conferencing, screen sharing and web conferencing functionality on tablets, smartphones, desktops and laptops.

Additionally, users who want to equip meeting rooms with HD video conferencing systems can opt for Fuze for Rooms. The Fuze Telepresence Connect service helps businesses to ensure interoperability with room-based video conferencing systems from leading hardware vendors.

Fuze’s applications are designed to dynamically adjust the bandwidth of voice, video and content transmission across a range of devices and network conditions. For instance, users receive rejoin notifications after network outages and unmute notifications when the system senses them talking.

Fuze also offers features such as collaborative annotation of content, special modes for conferencing while driving, content sharing from mobile devices and integration with cloud-based file hosting services such as Dropbox and Box.

We are using fuze to comunicate intercompany, which is fantastic since I feel that Fuze is much more intuitive than Skype, has more options in a clearer way (like when you share an image in a group conversation you just click it, unlike Skype in which you have to look for it), Also I think that since the mobile app isn't as intrusive as the Skype Mobile, most users do not really mind having the app to be connected at all times.

Pros

What I like most about Fuze is that the desktop version and the mobile version aren't as intrusive as Skype is. Also it's super easy to make a meeting, you have your "room" number so anyone who wants to have a meeting only has to have that number and presto! Which leads me into the contacts, whenever you look for a contact you search them by name a lot easier than Skype as well as by corporate e-mail. I think that it's also a nice touch to have the emoticons you use on your cellphone on the desktop app as well, it's a nice touch.

Cons

What I didn't like was that for example if you want to add some contact into your favorites you need to interact with them in any way, I find it easier by chat but can be annoying if you have no real reason to start a conversation. Also the Outlook extension is kinda heavy and may dull or slow your outlook sometimes.

December 2017

D. SKye from Micro Focus

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

December 2017

Enterprise level telephony, in the cloud

The largest benefit is not having to replace/upgrade aging hardware and software, we don't have to manage equipment at our sites anymore, all the heaving lifting is in the cloud.

Pros

Fuze is a fully featured UC in the cloud, providing telephone calls (with a full backend of call flows, agents, incoming, outgoing, etc), collaboration and meetings (from 1 to thousands of participants), voicemail, and multiple types of endpoints such as physical phones, SIP clients, Windows and Mac desktop client, Android and iOS mobile clients. It has all the features you need, without the headaches of managing PBXs and servers.

Cons

Fuze is still developing its Browser based client, we would really like that because currently there isn't a way to run the Fuze "Desktop" experience on Linux. Once they finish the web client there will be that capability. Their customer support needs to be sized up a bit too, sometimes it takes too long to get things resolved (they get resolved, but the length of time needs to be reduced)

December 2018

Greg from Civil Air Patrol

Company Size: 51-200 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

2 of 5

Customer support

3 of 5

Functionality

4 of 5

December 2018

Decent product with growing pricetag...

Fuze was a great product for my team...even with the difficulties in the middle of our time using the product. It did a great job for our teleconferencing needs, with shared desktop. We'd still be with them if the company had been more reasonable and served us like customers.

Pros

We used Fuze for our Team Meetings on a geographically dispersed team. In the early days of our use of Fuze, it served our needs well. We were transferring from the "Big Boys" on the street because of their escalating costs for the same service. Fuze was great. In the middle of our journey we started having issues with updates and other issues that slowed our team meetings. Later in the journey, it came back and was rock solid.

Cons

1. Issues with upgrades and sound quality at times. 2. Once they got their issues worked out, they caused their prices to skyrocket and their business model changed and they wanted to "demo" the product to re-do our contract. We'd been USING the product for years! They wouldn't tell us pricing structure without a pitch. No time for such nonsense! Finally, they wrote and announced that our product offering was going to end....in TWO WEEKS! Done. They lost us there.

August 2018

Ikaika from SECURITY METRICS

Company Size: 201-500 employees

Review Source

Ease-of-use

3 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

3 of 5

August 2018

Keep Looking

The bottom line: Fuze's service is reliable, but it starts with a high price tag and because of the missing functionality, it goes even higher because of the extra man hours that you need to bring their system up to par.

Pros

We came to Fuze from a home built system. As our company grew, our system became harder and harder to manage and we started to have outages because of the stress that was put on our servers. When we switched over to Fuze I set myself on their outage alerts and although I was alerted to an outage or service disruption, I only felt the impact of an outage twice in three years.

Cons

If you call in on the support line, you will get a company called answer one which will create a ticket for you. You can get people on the line when you have an emergency, but I've only been able to get a person transferred to me twice. The other times they called back within an hour.

It is not easy to understand what you are being billed for, so the bill can creep up with stuff that you no longer need.

You don't have control over provisioning your phones. You have to call in or submit a ticket and although the SLA for those types of requests is 48 hours it is hardly reached if you don't follow up. I've had to wait for more than a week which meant that our new hires got to do busy work for at least 4 days after training.

Reports are inaccurate. For our call floors, we pay bonuses based on the amount of work that the agent puts in. The report have been inaccurate enough times that we now have to verify that the report is running after we run the report.

February 2019

Harry from CD Recruitment

Company Size: 51-200 employees

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2019

Used for 5 years now and still getting better, support are amazing

We needed to move to a system that offered features, scale, good price and support and where we would have business continuity. It offers flexible working and a more agile and mobile workforce. As the tital we are 5 years in and still feel that we are growing with the product.

Pros

Ease of use and continued feature development and deployment. Support sort things out asap and will do their best to make the product work how you need it to.

Mobile App and Softphone add business flex that we needed.

Cons

The base level of call analytics is not quite flexible enough for our use but that is very unique.

February 2019

Anonymous

Verified Reviewer

Company Size: 5,001-10,000 employees

Review Source: Capterra

Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

February 2019

Three years of Fuze

Fuze provides an economical SIP-based voice service without the need for any on-premise equipment. Can be used with software app/clients and/or with physical, desktop and conference IP phones.

Pros

I like that this service provides and app for both desktop and mobile. The user portal is useful as it allows configuration of features like simultaneous ring and voicemail. Voice quality is very good and HD voice is possible if the other callers support it.

Cons

Early on, (ThinkingPhones days) the apps were not so fully featured or functional as they are today.

April 2018

Oscar from Spectranet Limited

Company Size: 501-1,000 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

Effective conference platform.

Pros

Fuze is a cloud-based unified communications platform and because it is based in the cloud ; it makes it easy for me to access it wherever I may be. It empowers productivity and delivers insights across my organization by allowing us access its simplified business voice communication tool, dynamic video conferencing, and hands-on collaboration feature.In summary , Fuze enable my company's workforce to communicate seamlessly at anytime and without any device restriction.

Cons

Will be interesting to have more screens available in the screen sharing option.Also the aesthetic is quite poor ,I think it can much more vibrant.

November 2018

Nick from Fort Dearborn Company

Company Size: 1,001-5,000 employees

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

November 2018

A great software for Unified Communication!

We are using Fuze as a single platform to for voice and instant messaging. We've had little to no problems with the voice piece and the IM piece works great, but we've had issues with user adoption of the app. Make sure that if you're deploying you have a solid user adoption strategy! Overall, a great replacement over standard PBX phone systems or the complexity of Cisco VOIP solutions.

Pros

The software is continually being updated with features and functionality requested by users. They listen to complaints and improvement requests and take them seriously!

Cons

Some of the functionality is not as straightforward to use as it should be. It can integrate contacts from other sources, but sometimes does a poor job.

November 2018

Kenneth from Cambridge Computer Services INC

Company Size: 51-200 employees

Review Source: Capterra

Ease-of-use

4 of 5

Functionality

5 of 5

November 2018

Fuze Review

Pros

We changed from a fairly old phone system to this one. With Fuze, all of my phone interaction has suddenly become computer-based. This is to say that I'm now able to use an old pair of gaming headphones for all of my call needs, and calls to my work phone can be forwarded to my cell when I'm out.

Cons

Setting up conference calls can be a little frustrating. It integrates with Google calendar, but it will not show you who has accepted the invite. Also, not to be too nitpicky, but the access code to conference calls is 12(!!) digits long.

Response from FuzeDigital of Fuze

Replied November 2018

This review is of Fuze, not FuzeDigital. They are two separate companies.

February 2019

Jason from Computer Software

Company Size: 501-1,000 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

3 of 5

February 2019

Billing department was impossible to get a hold of

Software was overall good. My disconnect was when we needed to get a hold of billing to straighten out some details. I would call and someone would answer and create at ticket on my behalf, but no one would ever call back.

Pros

Easy to use and manage and support team was responsive.

Cons

Unable to setup user without getting support involved. Softphone client needs some help and not the most intuitive nor elaborate application ever created.

November 2018

Heidi from Cambridge Computer Services

Company Size: 51-200 employees

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Impressive Features

Has made our lives much easier and keeps our international company connected on one phone network.

Pros

Fuze is an awesome VOIP, FOIP and meeting collaboration system. We have physical phones at our desks, softphones on our laptops and a mobile version on our cell phones. It allows us to take calls from anywhere on any device. Collaboration tool makes it easy to have conference calls and screen sharing sessions. Good alternative to GoToMeeting

Cons

Technical support can be a little difficult to work with, but are overall knowledgeable and helpful.

Response from FuzeDigital of Fuze

Replied November 2018

This review is about Fuze, not FuzeDigital. They are two different companies.

February 2019

Maired from PTC

Company Size: 11-50 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

February 2019

Using Fuze

Issues we had were mainly with the Polycom's. we have 3. In the 2.5 years we are here in the Dublin office 2 have been replaced very quickly so very happy with the service.

Pros

Ease of use and when there is an issue prompt response of support team.

Cons

took me a while to get used to using the headphones but all good now

February 2019

Brian from UDG Inc/GHX Inc/United Central/Sun Source

Company Size: 1,001-5,000 employees

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

February 2019

Sr. Network Architest

Service overall is great, however support is poor and slow. ATA devices notoriously have a lot of problems and outages compared to phones. Also bulk update/changes to devices through the portal for items to keep things stable are not available and require tickets to support which is hard to schedule to prevent outages.

Pros

Ease of use and deployment. Messaging between people is also very nice and efficient.

Cons

Ability to clear cache or Items to reduce clutter.

October 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra

Ease-of-use

1 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

1 of 5

October 2018

A nightmare for a small team

Really negative. We went with Fuze thinking it was a good price for what it offered, what we got instead was a headache that has dragged on for years. We even tried cancelling our account and had a hard time doing that. I would absolutely NOT recommend this to my colleagues or anyone else running a small business or non-profit.

Pros

We mostly used Fuze for broadcasting webinars and hosting conference calls. Some of my most-liked features were helpful but not unique to Fuze. For example, their recording feature is generally easy to use and stores it in your account for streaming or downloading. Dial-in numbers were easy enough to use, and generally were used without issue.

Cons

Where do I start? I found the service unreliable most of the time. Service would be down or slow frequently. When you're about to go live with 90+ people waiting for your webinar, this is a problem! The back end is incredibly confusing (ThinkingPhones or Fuze? They merged and didn't do it well), and their customer support is by far the worst I've experienced. They are awful at following up on tickets, rarely can give you a clear answer, and don't seem to know their way around their own product. Their are constantly "updating" their software with zero improvement to quality of the service.

February 2019

Abby from Covington

Company Size: 11-50 employees

Review Source: Capterra

Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

February 2019

Good Voice Quality on Conference Lines

Pros

The conference lines work very well and we never have trouble with people dialing in or the voice quality

Cons

The way the phone lines, extensions, dial plans, users, and devices are all tied together is fairly confusing. Most of it seems repetitive and makes it difficult when you need to switch out an old phone.

December 2017

Simon from i-Pharm Consulting

Company Size: 51-200 employees

Review Source

Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2017

Brilliant!

Worth the pain of migration.

Pros

Feature and functionality, whether that be for a basic user or for more advanced. Fuze mobile product is great for people who travel.

Cons

The implementation is tough, partly their fault, primarily down to migrating numbers to different carriers.

January 2018

Nelson from Unicom Systems, Inc.

Company Size: 1,001-5,000 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

January 2018

Works well locally but does not work over a Windows Remote Desktop (RDP) session

Seamless integration of the Fuze app and Fuze (Thinking) Polycom IP phone. The audio quality over the IP phone is excellent.

Pros

It works well with the Fuze (Thinking) Polycom IP phone with seamless integration. When it is run locally on a Windows 7 or 8.1 64-bit desktop, everything works as expected. The sound quality is good over the IP phone.

Cons

It does not work over Windows Remote Desktop. I connect to my computer via the Windows Remote Desktop. The Fuze meeting app runs but the shared screen is not visible. It appears this software is not designed for RDP. WebEx is browser based has no issues under the same scenario.

October 2018

Deirdre from Turbo Tax

Company Size: 1 employee

Review Source

Ease-of-use

4 of 5

Functionality

5 of 5

October 2018

Fuze is a Pretty Decent VoIP Service

Pros

The tool is pretty cool and has several great features...web integration is easy, the mobile app is a plus, getting the voicemail delivered to your email is really cool too. It's friendly to smaller businesses.

Cons

Manoeuvring around the app is challenging. Seems like you're spending way too much time trying to find a needed button to get out or use another feature. Just a bit cumbersome.

February 2018

Evan from Education Management

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

February 2018

Easy, non-obtrusive, synchronous

Pros

Ability to make outbound calls from anywhere in the world. This makes working remotely much easier.

Cons

Not intuitive to remove or separate call log from previous chats. Would be better if this was made easier to handle.

August 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra

Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

August 2018

Frustrating

Not a very good experience. They need to figure out how to prevent outages and lagging.

Pros

I can make calls over the cloud and see who is calling. It integrates with our auto dialer.

Cons

Since at my job we make several sales calls all day, when the app goes down, it keeps everyone from doing our job. This can happen for several hours at a time. Every day I have to deal with poor connection quality and lagging. A lot of calls are static.

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